InnFocus Spring 2023
InnFocus magazine for hoteliers in British Columbia
InnFocus magazine for hoteliers in British Columbia
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Courtesy of Hilton<br />
Every business is facing much the same challenges these days: staff<br />
shortages, supply chain delays, and the rising cost of everything<br />
from paper to potatoes. But for those in hospitality, there’s an added<br />
challenge. Customers still expect service as good as, or better than,<br />
it was pre-pandemic. Throw in today’s higher room rates and guests<br />
become even more demanding. (Read: downright angry when things<br />
don’t go their way.)<br />
So, what is a hotelier to do? It all comes down to managing those<br />
expectations.<br />
Even before that first pandemic lockdown in 2020, consumer<br />
expectations (CX) were already on the rise. According to a<br />
Pricewaterhouse Cooper global report on “The Future of CX,” 86%<br />
of people surveyed were willing to pay more for a great customer<br />
experience. But perhaps more tellingly, the report also found<br />
that 32% of customers would walk away from a brand they love<br />
after just one bad experience. And another study, this one by<br />
McKinsey, found that over 75% of consumers have changed their<br />
buying habits since the start of the pandemic and are increasingly<br />
willing to change brands, regardless of any loyalty program.<br />
That’s a lot of pressure to get things right.<br />
housekeeping opt-in only. Now guests who want their beds made<br />
and towels changed daily need to ask for it at check-in. As Cvent, a<br />
global meetings, events, and hospitality technology provider, says:<br />
“This will unburden your housekeeping team and cut costs for<br />
equipment and cleaning products.” There has been little backlash<br />
to this largely because the communication around it has been clear<br />
and consistent.<br />
What Do Guests Really Want?<br />
Expectations can differ widely depending on both the type of property<br />
you operate and on the individual traveller. However, whether you<br />
run a roadside motel or a luxury destination resort, and whether your<br />
clientele comprises road warriors on a business trip or leisure travellers<br />
on vacation with young kids, all guests demand two things above all:<br />
cleanliness and clear communication.<br />
A 2021 study by the industry website Hospitality Net found that 57%<br />
of guests would pay more for a room that was “certified clean”—that is, it<br />
followed a posted checklist of cleaning protocols that include ventilation,<br />
sanitation, and using disinfectants as well as regular cleaning products.<br />
A good example of this is the Hilton chain’s CleanStay program, a<br />
collaboration with Lysol and the Mayo Clinic Infection Prevention and<br />
Control team.<br />
At the same time, and a little counterintuitively, Hilton and other<br />
hotel chains have been addressing staff shortages by making daily<br />
<strong>InnFocus</strong> 21